The Compensation Range is the span between the minimum and maximum base salary for a position. The midpoint of the range is approximately halfway between the minimum and the maximum and represents an employee that possesses full job knowledge, qualifications and experience for the position. In the normal course, employees will be hired, transferred or promoted between the minimum and midpoint of the salary range for a job.
Note: Applications will be accepted until 11:59 PM on the Posting End Date.
Job End Date
December 14, 2026This position is expected to be filled by promotion/reassignment and is included here to inform you of its vacancy at the University.
At UBC, we believe that attracting and sustaining a diverse workforce is key to the successful pursuit of excellence in research, innovation, and learning for all faculty, staff and students. Our commitment to employment equity helps achieve inclusion and fairness, brings rich diversity to UBC as a workplace, and creates the necessary conditions for a rewarding career.
Job Summary
The Support Analyst II works with faculty members, technical, instructional and user support personnel to identify, research, test, implement, and evaluate educationally-focused technologies and solutions for use in innovative and sustainable ways to enhance and strengthen learning and teaching.
Provides user support and training to faculty members, as well as advises on effective practice models. Coordinates learning technologies support with Science department internal IT/LT support staff, and with LTIC and CTLT staff. Supervises Science's/Skylight's Learning Technologies Rovers (LTRs) and other co-op students.
Organizational Status
The Science Centre for Learning and Teaching (Skylight) is a centrally positioned teaching and learning support unit within the Faculty of Science. LT staff in Skylight provide all around pedagogical guidance and support for more than 80 learning technologies used by Science instructors. This support is provided in partnership with LTIC, the LT Hub, CTLT, and departmental internal IT and LT support staff to address Science faculty member needs.
Incumbent works closely with Science faculty members and teaching assistants, LTIC, CTLT, and Skylight staff, technical and instructional support staff within Science's departments, and collaborates with instructional support staff in other Faculties.
Work Performed
Specific Duties:
- Analyzes technology needs; researches emerging technologies; recommends implementation; works with UBC and Faculty of Science community members to implement campus-wide solutions.
- Consults with, encourages, and supports faculty members, instructors and instructional support personnel to select technologies appropriate to meet pedagogical goals.
- Monitors and documents service delivery, identifies issues, resolves and/or escalates them as appropriate.
- Creates, manages and administers virtual course environments and assists faculty members with other learning management system tasks.
- Analyzes educational technology needs as they emerge from existing evidence, including surveys administered to faculty, analysis of prevalent issues reported in the ticketing systems and other LT-related evidence of use sources, and use such evidence to design, to develop and to offer (in collaboration with CTLT) Science focused LTPD workshops.
- Collaboratively determines learning objectives for those workshops and sessions, suggests learning activities in alignment with objectives, and determines hardware, software, and documentation requirements.
- Conducts feasibility analyses and evaluations of learning technologies pilots' deployments and ensures that project plans are in place and documented.
-Collects evidence and makes recommendations on the use of appropriate learning technology to address pedagogical needs of faculty and to inform decisions.
- Acquires and maintains a working and up-to-date knowledge of the technical architecture, interoperability and integrations of different learning technologies.
-Designs, develops and executes testing methods to test-drive learning technologies, identifies usability gaps, and produces reports to inform LT operations-related decision-making.
- Interviews, hires, trains, and supervises Learning Technology Rovers.
- Represents the Faculty of Science on cross-campus committees and working groups (e.g., Learning Ecosystem Working Group) related to managing and administering learning-technology involved systems.
Represents Skylight LT team on the adjudication committee for Skylight dev grants and advise on the LT perspective
-Supports the usage of all learning technologies used at the Faculty of Science, and coordinates LT support issues resolution with Science departments-internal IT/LT staff and with LT Hub.
- Documents and streamlines learning technologies support processes and procedures to service faculty needs at the Faculty of Science.
-Collects and documents learning technologies operations support data, and supplies reports to inform decisions making at the Faculty of Science.
-Creates and maintains excellent collaborative relationships with LT support staff at Science department, LT Hub and Skylight.
- Manages learning technologies' s piloting, implementation and sun-setting projects.
Core Duties:
Consults with user groups to ensure a thorough understanding of software, hardware, information systems and procedural requirements in order to determine their business needs and to identify the appropriate technology solution.
Researches emerging technologies and their potential impact on the enterprise.
Provides technical support and troubleshooting in the use of information technology products and services.
Creates and maintains documentation in accordance with prescribed standards.
Contributes to the development of best practices, standards, procedures and quality objectives across systems infrastructure or platforms.
Maintains up-to-date knowledge of current information technology techniques and tools.
Performs other related duties as required.
Consequence of Error/Judgement
Errors in judgement may result in significant impact on faculty members and instructional support staff at UBC, and may seriously impact the reputation of faculty members, the Skylight and the Centre for Teaching, Learning and Technology as well as the University.
Supervision Received
Reports to the Learning Technologies Strategist at Skylight, Faculty of Science. Work is reviewed in terms of meeting objectives.
Supervision Given
Supervises Skylight’s Learning Technology Rovers (LTRS), may also manage staff.
Minimum Qualifications
Undergraduate degree in a relevant discipline. Minimum of three years of related experience, or the equivalent combination of education and experience.
- Willingness to respect diverse perspectives, including perspectives in conflict with one’s own
- Demonstrates a commitment to enhancing one’s own awareness, knowledge, and skills related to equity, diversity, and inclusion
Preferred Qualifications
Degree in computer science, educational technologies or other relevant discipline, or a combination of education and relevant work experience. Experience working in application, software development and training related to various technologies; experience with writing software documentation, training manuals and online knowledge databases.
Collaboration - Consistently fosters collaboration and respect among team members by addressing elements of the group process that impedes, or could impede, the group from reaching its goal. Engages the right people within and beyond organizational boundaries, by matching individual capabilities and skills to the team's goals. Works with a wide range of teams and readily shares lessons learned and credit for team accomplishments.
Communication for Results - Converses with, writes reports for, and creates/delivers presentations to all levels of colleagues and peer groups in ways that support problem-solving and planning. Seeks a consensus with business partners. Debates opinions, tests understanding and clarifies judgments. Brings conflict into the open empathetically. Explains the context of multiple interrelated situations, asks searching, probing questions, and solicits expert advice prior to taking action and making recommendations.
Problem Solving - Diagnoses problems using formal problem-solving tools and techniques from multiple angles and probes underlying issues to generate multiple potential solutions. Proactively anticipates and prevents problems. Devises, facilitates buy-in, makes recommendations, and guides implementation of corrective and/or preventive actions for complex issues that cross organizational boundaries and are unclear in nature. Identifies potential consequences and risk levels. Seeks support and buy-in for problem definition, methods of resolution, and accountability.
Accountability - Sets enhanced objectives for self and others. Monitors performance trends and identifies opportunities to improve standards. Provides regular feedback and suggests alternative approaches necessary to ensure that organizational objectives and superior standards are achieved. Delegates responsibility and reallocates resources as needed to ensure that priorities are met for initiatives within area of responsibility.
Analytical Thinking - Determines criteria for assessing issues and opportunities. Establishes clear goals and priorities needed to assess performance. Identifies relationships and linkages between different information sources. Anticipates issues that are not readily apparent on the surface. Identifies root causes and effects. Establishes clear goals and priorities. Anticipates potential problems and develops solutions needed to resolve them. Systemically analyzes relationships between apparently independent problems and issues. Reviews and cross-reviews reports. Identifies trends as well as isolated events. Translates analytical reports into management presentations, and provides guidance to resolve issues. Anticipates the possible outcome of potential solutions. Identifies areas of significant concern or opportunity. Probes and initiates research to identify critical problems.
Information Systems Knowledge - Identifies means of integrating technical support requirements with enterprise processes and strategies. Identifies technological opportunities to meet client needs. Creates information system solutions to meet the needs of business stakeholders. Partners with appropriate technical consultants, experts, and managers to resolves complex problems across all IT solutions.
- Understanding of web technologies (i.e. JS, HTML, CSS, PHP, MySQL, etc) and know when best to utilize them.
- Current knowledge of information technology-related products and services.
- Must be thoroughly comfortable with using various computer platforms (PC, Mac, etc.)
- Ability to work under pressure and with fast-changing priorities
- Ability to handle multiple projects at a time while meeting deadlines
- High degree to accuracy and attention to detail
- Demonstrated service orientation
- Understands and relates to the academic University environment
- Ability to work both independently and in a team environment
- Ability to communicate technical issues to non-technical audiences is essential
- Ability to take initiative and to work with limited direction
- Ability to be tolerant of uncertainty and ambiguity
- Effective testing, problem-solving, troubleshooting, and analytical skills
- Demonstrated project management skills
- Excellent interpersonal skills and ability to exercise diplomacy, tact, and patience
- Effective relationship, facilitation, planning, and organizational skills
- Well developed oral and written communication skills
- Ability to establish and maintain effective communications
Equity and diversity are essential to academic excellence. An open and diverse community fosters the inclusion of voices that have been underrepresented or discouraged. We encourage applications from members of groups that have been marginalized on any grounds enumerated under the B.C. Human Rights Code, including sex, sexual orientation, gender identity or expression, racialization, disability, political belief, religion, marital or family status, age, and/or status as a First Nation, Metis, Inuit, or Indigenous person.
All qualified candidates are encouraged to apply; however Canadians and permanent residents will be given priority.